Business Consultant, Customer Experience Office
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Description
About the Team: Join a highly collaborative and dynamic team at the forefront of improving the customer experience. Our mission is to transform Voice of the Customer (VOC) data and CCTS complaints into actionable insights that drive operational excellence across our Wireless and Wireline teams. We are a small tight-knit group that thrives on helping each other and tackling high-visibility projects that make a real difference.
The Challenge & The Opportunity: We are looking for a strategic thinker and data expert to help us go beyond reporting and move toward proactive problem-solving. Your core challenge will be to dig into complex customer data uncover the so what and develop action plans that improve customer satisfaction. This role has high visibility and will require you to regularly prepare and present findings to Directors VPs and SVPs.
What Youll Do:
- Analyze customer data to identify root causes of customer issues
- Craft compelling data-driven presentations that highlight key findings and recommended action plans for senior leadership
- Collaborate closely with BCX operations teams to implement solutions track improvements and instill an ownership culture
- Develop and maintain robust data tools trackers and public dashboards to enable self-serve data access for stakeholders
- Proactively seek out opportunities for improvement and champion new ideas and technologies including AI tools
Qualifications
What Were Looking For:
- A data whiz with exceptional analytical and problem-solving skills
- Expert-level proficiency in Microsoft Excel or Google Sheets
- A track record of crafting visually appealing and highly relevant presentations
- A collaborative spirit who excels at working with and influencing teams across different departments
- An individual who is resilient adaptable and thrives in a fast-paced high-volume environment
- A self-starter who is driven to set a high bar for themselves and their team
- Experience in Wireless and/or Wireline operations is a significant asset
- Familiarity with business intelligence tools (e.g. Tableau Power BI)
- A track record of successfully implementing the use of AI into workflows is highly desirable
Required Experience:
Contract
Key Skills
- Computer Science
- user experience
- User Interface
- SME
- CSS
- Interaction Design
- Windows
- Android
- Usability Studies
- Visual Design
- HTML
- User Research
- JavaScript
- Web Services
- Wireframes
About Company
1000 employees
Next-generation, digitally-led customer experiences We are a leading digital customer experience (CX) innovator that designs, builds and delivers next-gen digital solutions for global and disruptive brands.
